Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication stylesRespond to customer inquiries with timely and accurate informationUses person-centered techniques in all participant interactionsReceives inquiries about services, how to enroll on the program, and program guidelines and requirementsProvides information on self-direction to assure that each individual can make informed decisions about their careAssists individuals in completing paperwork or understanding program requirementsRepresents company in all interactions with the public by providing quality service to internal staff and external clients. Ensures privacy of our customers remains the utmost importanceInitiates required action for response to caller requests, including the need for additional support by other staff or requests for documents, and communicate such requests to the proper departmentRecognizes the need for additional services required by the callerEnsures the satisfaction of callers and professional handling of difficult or unusual situationsConducts follow-up phone calls for quality and satisfactionParticipates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service departmentAccesses company software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case recordsRequires additional duties as assignedReports directly to the Customer Service SupervisorAdhere to all remote work policies and procedures
1-4 years
CRM experience and/or Medicaid experience a plusBilingual skills a plus
Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance. Can include a combination of high school graduate or equivalent and:One year of experience performing customer support activities, preferably in a call centerWorking knowledge of contact with the public and telephone; modern office procedures and methodsGood verbal and written communication skillsAbility to electronically document records to a web-based chartIntermediate skills with Microsoft Office, email, and internetGood problem-solving and listening skillsMust exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive resultsSkill in the operation of a variety of office equipment, including computer and networks
High School
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